Ulta Beauty — Attraction in Sacramento

I am writing to formally express my frustration regarding my recent experience with Sales Manager LIBBY.

Within the same month, I purchased an item at one Ulta store and attempted to return it at another location with my valid receipt and an active Ulta account, which tracks all purchases. Despite this, Libby refused to process my return because I did not have a physical ID. My ID is currently lost, but I provided official DMV paperwork, offered to log into the California DMV app in real time, and even showed a clear photo of my ID. All of these options were rejected.

This requirement for a physical ID is not disclosed online, on receipts, or in-store signage. According to Libby, it is part of an internal memo—but consumers cannot reasonably be expected to know about unpublished internal policies. Without public disclosure, enforcing such a rule is not only unfair but misleading. Customers cannot make informed decisions if the return policy changes without notice or transparency.

The system is also flawed. For instance, what happens if a minor makes a return or if someone legitimately loses their ID? A receipt and account history should be sufficient proof of purchase, particularly when the transaction is traceable.

In addition to the policy issue, Libby’s demeanor during the interaction was unnecessarily harsh and unprofessional. Rather than explaining the situation respectfully, she was dismissive and unhelpful. This compounded the frustration of an already flawed process.

I strongly urge Ulta to review this practice. If ID is going to be a required part of returns or exchanges, it should be clearly stated on the receipt and published online for customers to see in advance. Staff should also be trained to communicate these policies with professionalism and courtesy.

Until Ulta addresses this, I cannot trust the return system to be fair, transparent, or customer-focused. Unfortunately, I have had to take matters into my own hands and file a dispute with my bank and a complaint...

I never shop here but popped in to pick up one thing that target was out of, and one employee on the floor noticed I looked lost and helped me find what I was looking for. She's the only reason this isn't one star.

I waited nearly 15 minutes to checkout one item (is that normal for a weekday evening?) and when I was finally in the checkout process the employer was absolutely relentless about the rewards program. I must have said no I'm not interested 5 times. She asked for my phone number to sign me up (after I said I'm not interested) then I declined again. She said you need a phone number to make any returns and I declined saying I've used this product before I don't need to return it. She continued to try to sell me on it and I stated no more firmly. What really made me upset was when she then proceeded to scan it and said "now if I can just have your first and last name to finish the checkout." From my perspective, this looks like she is trying to trick me into signing up for the rewards program even though I have repeatedly said I'm not interested. I said "there's no reason for my name, I'm not interested in the program please just let me pay and leave." She then let out the biggest passive aggressive sigh, rolled her eyes and went "I mean if you SAY so" in a super condescending tone.

If a customer says they are not interested in a service, that means they are not interested. Trying to trick someone into giving you their info so you can get whatever commission you get for someone signing up is really shady, and to top it off you act so rudely to me when it didn't work. I will absolutely not be returning here. I hope the one helpful employee on the...

I took a huge L at Ulta tonight. I was very disappointed in the service I received. I was more disappointed in the lack of support and service displayed by the cashier, Iulia. Tonight was one of those nights that I really needed help. I was tired from work and under the weather. I went in for concealer, lip gloss, and lash glue. I asked Iulia if they had Juvia’s Place in the color Dolce Latte. She told me they were completely “sold out”. I knew that was not true because the shelves were full. I just needed help searching because my eyes were very tired. I asked her for Kiss lash glue and she said they were out. There was no effort at all. So I knew I was on my own. I walked around a bit to reset my eyes and found the lip gloss in the shade I wanted, Dolce Latte. As she rung up my items I thought she asked if I wanted to use my Ulta rewards card and points. However she said use the card and double the points. She snapped at me like I did something wrong in asking to use my points. She appeared to be irritated with me because I didn’t hear what she said.I also wanted to use my $5 of $15 but I felt so uncomfortable at that point. I just really wanted to maximize my savings and shopping experience. I wish the cashier could have been more knowledgeable and willing to help me look for the lip gloss. Instead of mispronouncing the name and telling me they were all “sold out”. I really miss the days when the cashiers help with the coupons, rewards, and points. It made you want to buy more items. The sad part of it all is that Iulia was not busy with a line of customers. She was just standing behind the register, and she didn’t call anyone else to help me....